Customer Feedback Administrator - Cheam, United Kingdom - Smith and Byford Limited

Description

• Complaints Handling_
• Facilitate the compilation and response of high level, formal and client complaints whilst ensuring that the Client is kept up to date of progress at all times
• Monitor feedback and resolve any negative feedback which cannot be resolved within the department within a reasonable time frame
• Continually analyse all complaints and provide recommendations for eliminating any complaint of a recurring nature
• Working as a team, aiming to reduce the number of Complaints in all Departments
• Agree, monitor and administrate compensation payments
• Administering Webportal feedback both positive and negative
• Maintaining accurate records of investigation progress and outcomes on internal systems
• Customer Services_
• Use feedback to provide recommendations and regular reports to Managers to enable the improvement of services through training
• Calling residents with poor satisfaction to gather further information
• Sampling residents to gauge satisfaction and report to Clients on a monthly basis
• Where necessary meet with residents and Clients to review feedback
• Pro-Active Reporting_
• Work closely with all departments to understand their operation to assist in resolution of daily events that could lead into a Complaint situation
• Liaise with Clients to review Complaints and to gain feedback on services provided, whilst maintaining good working relationships
• Run monthly reports and provide these to clients with commentary
• Create reports for department managers to show trends in feedback within the department
• Carry out a biannual review of all feedback for Managers
• Provide department managers with relevant feedback information prior to contract meetings
• Other Items_
• Supporting Client and Resident events such as; fun days, job fairs and resident meetings

• Experience in delivery of excellent customer service
• Organised with excellent oral and written communication skills
• Computer literate with good working knowledge of all Microsoft Office including; Outlook, Word and Excel
• Show empathy and understanding whilst being fair and consistent
• Excellent interpersonal skills; communicating with staff at all levels with the ability to form strong working relationships
• Ability to work as part of a team, with a flexible approach
• Proactive, hardworking and flexible when approaching challenging deadlines
• Understanding delivery of best value and continuous improvement

• Established in 1966 we now employ over 400 members of staff, yet remain a family run business, with strong family values
• Enviable reputation for high staff retention rates
• Role specific training and development
• Equal opportunities employer, with a culture to promote from within
• Mental Health awareness and resources
• We promote cycle schemes to encourage healthier lifestyles
• Yearly annual leave increase after 5 years of service
• Open door policy
• Living Wage employer
• Members of the 5% club

• Monday to Friday